Siasl
Community Member
Hey all - I hate to leave bad reviews, but these guys have exhibited poor decision making in customer service.
Long winded - but here are the facts
On
-11/26/21, I placed an order for 10 frags at ~2100 USD AND paid shipping cause it was a sale. Due to the holidays, we agreed to ship for ~12/15 arrival.
-12/15/21 arrival - and all the frags looked good. But I was short one frag, the 800USD Circus Freak, which they didn't bother to tell me that they shorted it
-12/16/21 - I reached out and asked what was going on, they respond quickly and say the frag didn't make it and they would cut another and ship out after the new year (after it healed)
-1/3/22 I reached out and checked in - still friendly at at his point (no response, this is on their ticket system that I was directed to use)
1/5/22 They respond and say the CF colony took a lot of damage, my frag didn't make it and would I like a refund or chose others of same value. I respond same day with two more choices and requested shipping times (as I was going to be out of town a few days). They were able to ship right away.
1/6/22 - they ship into a winter storm. Friday supposed arrival turns into Monday arrival. the two frags are dead. I file a ticket on Saturday, and again on Monday when they arrive. Had to update it with pictures
1/12/22 - ask them to reship the product that Thursday or Friday.
This is where things go south. 1/14/2022: I get a response saying, "Sorry to see the acros take a turn for the worse. I’ve marked your account for both replacements frags. You can have them shipped by themselves with a shipping charge or combined with your next order. Most people have them shipped with their next order to make the most shipping. The option is yours and there is no rush. We’ll have them ready when you are. Let me know if there is anything else I can help with."
Nicely worded, but why would I pay for shipping under these circumstances? In honesty, I didn't even realize they were asking me to purchase shipping again, so I responded 1/15/2021 - "Please mail out the replacement frags anytime this week. I won’t be ordering again this week. Thank you."
a week later, I get
"
Please use the link provided to complete shipping. Overnight Shipping – Top Shelf Aquatics
Otherwise they will combined with your next order. No rush, they will be ready when you are."
"
Ahh - now I get it. I am expected to pay for shipping again. My response was that this was ridiculous. After a two thousand dollar order, paying for shipping once, getting shorted on my order, accepting a substitute product rather than a refund, having them ship into a blizzard, then asking me to pay for their mistake when they had insured the shipping - what?
No thank you. I may be over-reacting, but you can't sell a premium product and not have over-the-top customer service. At least don't try and nickel and dime your customers when they are spending a small fortune on 1" frags. I really want to like these guys as they have great products, but nope nope nope. And in this day and age, only public customer feedback gets people to change. So - @TopShelfAquatics - over to you to refund my money. You will see it in ticket #2528229
Chris
Long winded - but here are the facts
On
-11/26/21, I placed an order for 10 frags at ~2100 USD AND paid shipping cause it was a sale. Due to the holidays, we agreed to ship for ~12/15 arrival.
-12/15/21 arrival - and all the frags looked good. But I was short one frag, the 800USD Circus Freak, which they didn't bother to tell me that they shorted it
-12/16/21 - I reached out and asked what was going on, they respond quickly and say the frag didn't make it and they would cut another and ship out after the new year (after it healed)
-1/3/22 I reached out and checked in - still friendly at at his point (no response, this is on their ticket system that I was directed to use)
1/5/22 They respond and say the CF colony took a lot of damage, my frag didn't make it and would I like a refund or chose others of same value. I respond same day with two more choices and requested shipping times (as I was going to be out of town a few days). They were able to ship right away.
1/6/22 - they ship into a winter storm. Friday supposed arrival turns into Monday arrival. the two frags are dead. I file a ticket on Saturday, and again on Monday when they arrive. Had to update it with pictures
1/12/22 - ask them to reship the product that Thursday or Friday.
This is where things go south. 1/14/2022: I get a response saying, "Sorry to see the acros take a turn for the worse. I’ve marked your account for both replacements frags. You can have them shipped by themselves with a shipping charge or combined with your next order. Most people have them shipped with their next order to make the most shipping. The option is yours and there is no rush. We’ll have them ready when you are. Let me know if there is anything else I can help with."
Nicely worded, but why would I pay for shipping under these circumstances? In honesty, I didn't even realize they were asking me to purchase shipping again, so I responded 1/15/2021 - "Please mail out the replacement frags anytime this week. I won’t be ordering again this week. Thank you."
a week later, I get
"
Please use the link provided to complete shipping. Overnight Shipping – Top Shelf Aquatics
Otherwise they will combined with your next order. No rush, they will be ready when you are."
"
Ahh - now I get it. I am expected to pay for shipping again. My response was that this was ridiculous. After a two thousand dollar order, paying for shipping once, getting shorted on my order, accepting a substitute product rather than a refund, having them ship into a blizzard, then asking me to pay for their mistake when they had insured the shipping - what?
No thank you. I may be over-reacting, but you can't sell a premium product and not have over-the-top customer service. At least don't try and nickel and dime your customers when they are spending a small fortune on 1" frags. I really want to like these guys as they have great products, but nope nope nope. And in this day and age, only public customer feedback gets people to change. So - @TopShelfAquatics - over to you to refund my money. You will see it in ticket #2528229
Chris
